Malina Casino - El jugador exige una indemnización por las pérdidas sufridas tras la reapertura de su cuenta.

This casino, knowing about my gambling problems, which I've reported on several occasions, has continued to reopen my account without my consent. I've tried to reach an agreement with them for a quick resolution, but they tell me that according to the casino's rules, losses cannot be refunded. What I don't understand is where in the casino's terms and conditions it specifies that they can reopen my account without confirming the reopening and send me bonuses to encourage losses. Therefore, I am demanding a refund of my losses from the last time.

Este casino sabiendo mis problemas con el juego que se lo e comunicado en varias ocasiones me a seguido reabriendo la cuenta sin mi consentimiento, he intentado llegar a un acuerdo con ellos para la pronta resolución pero me dicen que según los reglas del casino no sé puede devolver cantidades perdidas y lo que no entiendo en qué parte de las condiciones del casino especifica que puedan reabrirme la cuenta sin confirmar esa abertura y me manden bonos para incitar las pérdidas. Por ellos les reclamo lo perdido la ultima vez.

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Dear Pelegrin,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika